Localz: Fulfilling the Retail Iconomy

Collecting an order in-store after ordering online, is often a preferred choice for shoppers. Having ordered online to avoid queues, collection waiting times annoy consumers.

The march of Click & Collect continues unabated. Retailers offering a lousy in-store collection experience will find they are harshly judged by customers. When carried out effectively, in-store collection results in spontaneous purchases and increased revenue.

A key concern of customers is knowing where their order is. They expect transparency, simplicity, and control in their collection process. Today's customers know what they want, when they want it, and where. They want to collect or have it delivered when it is convenient for them. This is called the Individual Economy - 'Iconomy'. Localz is the company leading the Iconomy Fulfilment category.

Localz offers an easy to integrate SaaS solution that helps retailers ensure customers have a fast and easy collection experience when they arrive at a store.

The Localz Click & Collect solution creates transparency around the in-store collection process. Customers receive notifications on their mobile devices that their parcels are ready. “Our SDK is integrated into the retailer’s app, so when the customer approaches the store to collect their parcel, a geofence is broken and the store staff are alerted,” explains Nimmity Zappert, Operational Velocity Director for Localz.

The store attendant is notified about the imminent collection, they can retrieve the order and get it ready. The Localz attendant app means staff can receive alerts anywhere in the store. Staff can multi-task and prepare multiple orders at a time, enabling the business to utilise its employees and increase productivity. Localz operational dashboard gives the retailers a clear overview of collection requests and processes in real-time.

Delivery is a large part of the brand experience. Localz works with delivery carriers in conjunction with their delivery services. Nobody likes the ‘We missed you’ card and customers don’t like to wait at home all day for delivery. The Localz driver app uses location data from the customer to know if they are home. Automated messages alert the customer to the delivery and offer re-scheduling. By integrating Localz SDK in the carrier’s app, delivery companies significantly improve customer experience and the first time delivery rate.

“We significantly improve first time delivery rates by driving relevant real-time communications to customers, using the app and smart messaging,” continues Zappert. Localz delivers in-app messages to customers that have the service installed on their device, greatly reducing costs for businesses. In the case where a company doesn't have an app, the firm reverts to the default messaging service, SMS.

Woolworths, Australia’s largest market retailer, employs Localz Click & Collect solution. The company uses geo-fences around each Click & Collect counter. These trigger notifications to customers entering the store that their orders are ready and staff that customers have come to collect. Localz Click & Collect solution has helped Woolworths to reduce their collection time by over 50 percent, from 15 minutes to 7.6 minutes. The solution has also doubled staff and customer satisfaction rates.

Localz continues to build out the Iconomy Fulfilment solution so that the customer experiences first time fulfillment where and when they want; individual convenience is key. A drive-through/drive-up module and an express pick-up service are available now to support retailers. Enabling seamless customer experiences, whether customers are driving through or in a pick-up area to collect their goods.